SUSAN GARRETT

Bowie, Maryland 20716E-mail: suesan49@gmail.com (301) 775-3458

Country of Citizenship: United States

Customer-focused, works independently and with cross functional teams, provides customer-training along with multi-tasking projects and daily assignments.

WORK EXPERIENCE

Senior Telecommunications Specialist, Content Management Specialist, National Institutes of Health (NIH) Center of Information Technology (CIT), Bethesda, Maryland (12/ 2003 – Present)

Provide telecommunications services to NIH CIT customers by attending regular project meetings from pre-construction to completion. Support includes: participating in joint planning meetings, coordinating with various levels of peers (internal and customer), management and vendors. Prepare and provide cost estimates and forecasts, identify risk(any deliverable that may impact delivery), facilitating technical discussions with the focus on milestones, status and risks.

Managed large projects for the following institutes: NEI, NHGRI, NIMH, Clinical Center OP Clinics. Project awards received: NIH Award of Merit for Bldg 6 renovation (3 ½ year project). NIAID Award of Contribution to the SCSU Clinic Level-3 Project (9 months). Increased customer savings 5%.

Successfully, issue orders to point lines to PRIs in preparation of conversion from ISDN to VOIP (UCC) (CISCO or Polycom), Enterprise Instant Messaging (Cisco Jabber), Cisco Meeting Place. Resolve troubles while meeting project goals.

Ensure that all project expenditures are tracked and reported using MS Excel, Sharepoint, ITIL and MS Project. Comply with all established service level agreements (SLA), government contracts, standard operating procedures (SOP) and government regulations.

Serve as telecom lead in managing and updating HTML /FileMaker Pro content to support the NIH Telephone and Services directory database. This directory serves the NIH 29 institutes and centers. This directory is available for the public’s use. Build relationships with each institute’s Authorized Content Managers and consult with NIH staff and vendors. The

Susan Garrett

NIH Telephone and Services directory is published online and in print yearly. (http://teledirectory.nih.gov/index.php).

Verizon Communications, 1710 H Street NW, Washington, DC 20006Strategic Account Manager (January 2000 to November 2003)

Managed all aspects of assigned Federal customer accounts to include sales, engineering, customer support. Maintained database containing detailed list of customer issues, ensuring timely and accurate resolution of all issues. Designed and implemented strategies for upgrading current customers to managed turnkey solutions. Created, negotiated and managed service agreements. Participated in sales meetings and training with senior management and clients.

Successfully increased Tier 1 and 2 customer base sales by 10%. Analyzed industry trends and created client target lists. Prepared and executed strategies to meet sales revenue goals. Delivered sales presentations to key decision makers. Prepared monthly sales reports. Received President’s Excellence award for exceeding quota, 2001, 2000.

GTE Corporation (now Verizon), Chantilly, VA Marketing & Planning Coordinator (July 1995 to December 1999)

Served as point-of-contact for all technical and computer desktop upgrades, installs, and maintenance for federal account managers. Supervised, trained and managed staff of 2. Installed and configured hardware, software and network components. Administered user accounts and troubleshot network issues.

Interfaced with vendors to procure equipment and negotiate service contracts. Collaborated with account managers to research competitive analysis data. Developed and maintained department’s portion of company intranet.

EDUCATION

Masters in Project Management (Currently pursuing)UNIVERSITY OF MARYLAND, College Park, MD

Bachelor of Arts in Business Administration (1997)TRINITY COLLEGE, Washington, DC

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SUSAN GARRETT

Current Job Related Skills:Proficiencies: Project Management, Administering Cisco Unified Unity , Cisco Jabber 10.5, Microsoft Lync/Skype for Business, HTML, Service Now, Remedy, Service @ Once, ITIL, FileMaker Pro, MS Word, Excel and PowerPoint, MS Project, and Visio, commercial-off-the-shelf products (COTS), customer cost and analysts (to minimize cost / impact), SharePoint, research. Microsoft Word / Excel Trainer, MAC /iPhone, Wireless, ITIL, Remedy.

Recent AwardsNIH CIT Award of Merit, 2009 – Building 6 Renovation ProjectNIAID Award of Contribution to the SCSU Clinic Project

PROFESSIONAL DEVELOPMENT - VERIZON

ITIL v3GSA WITS Service @ Once Effective Customer Service ACCLIVUS Sales Negotiation MS Windows NT Administration Base for Sales Excellence System Connecting Through Integrity: Code of Business Conduct Training (Management) Effective Supervision: 1-On-1 Effective Supervision: Developing High-performing Teams Leadership Development l (Invitation Only) Management Development Core Course Marketing Management Development ProgramThe 4 Roles of Leadership Time and Priority Management Emerging Network Technologies Fujitsu F9600 PBX Platform and Related Applications HTML Advanced HTML Fundamentals Understanding Voice Communications: A Technical Introduction GSA WITS Service @ Once

PROFESSIONAL MEMBERSHIP

H2O Water Aerobics Fitness InstructorNational Notary Association

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Susan Garrett

Volunteer

Redskins Charitable FoundationMicrosoft Office (Excel, Word and PowerPoint) Trainer-Church

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